Client Services Team Lead: Scale & Coach with Impact

StashAway Malaysia Sdn Bhd; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Employee stock options

Comprehensive insurance coverage

Unlimited paid annual leave

Personal equipment budget

Learning & development budget

Team bonding budget

Flexible work arrangements

Job summary

StashAway Malaysia Sdn Bhd is seeking a Client Service Team Lead to guide a high-performing client engagement team, mentor specialists, and streamline daily operations.

You will own team KPIs, manage queues and SLAs, handle escalations, and drive continuous improvement through automation and AI to scale the client experience. The role emphasizes leadership, cross-functional collaboration, and a client-first mindset.

Qualifications

• 3–4 Years of People Leadership: Proven track record of direct line-management and coaching within client service, customer support, or contact center operations.
• Industry Agnostic: Prior experience in Fintech or Financial Services is not required—we value strong leadership, operational rigor, and a client-first mindset.
• Performance & Operations Focus: Demonstrated ability to manage operational queues, drive key service metrics, and maintain strict SLA standards.
• Tech & Continuous Improvement Mindset: Comfortable identifying operational gaps and keen to leverage modern automation or AI tools to reduce manual overhead.
• Strong Communication: Effective verbal and written communicator capable of aligning across cross‑functional stakeholders and managing tough client escalations.

Responsibilities

• Own team KPIs, coaching, development, and performance management to ensure the team consistently achieves ≥90% overall KPI month-on-month.
• Manage queues, workload allocation, staffing, coverage, productivity, and SLAs/AHT.
• Manage escalations, complaints, difficult cases, and service quality to maintain strong CSAT and FCR performance.
• Maintain high service quality and documentation accuracy through regular monitoring and coaching.
• Drive capability through structured coaching, 1:1s, training, and knowledge development.
• Identify process gaps, improve SOPs and workflows, and drive automation and AI opportunities to reduce manual work and improve scalability.
• Coordinate with Compliance, Product, Operations, Investment, and Tech to effectively manage escalations and cross-functional issues.

Skills

People leadership

Operations management

Customer service excellence

Data-driven decision making

Stakeholder management

Communication

Job description

StashAway Malaysia Sdn Bhd is seeking a Client Service Team Lead to guide a high-performing client engagement team, mentor specialists, and streamline daily operations.

You will own team KPIs, manage queues and SLAs, handle escalations, and drive continuous improvement through automation and AI to scale the client experience. The role emphasizes leadership, cross-functional collaboration, and a client-first mindset.